BANKING

The agile bank journey includes four steps to deliver a top customer experience

DNA, diagnosis, shoes and sweet spots lead the way to an agile bank future.

OVERVIEW

The agile bank reduces fixed costs, grows revenue and reinvents the customer experience. But how can banks become agile banks?

A retail bank model for the digital banking age, the agile bank trades the traditional inside-out, bank-first focus for an outside-in, customer experience focused mantra. But how can banks become agile banks?

The good news is that most banks are well positioned to transform. With a digital-physical footprint, trusted customer data access and an innovative spirit, they have a strong platform for success.

ANALYSIS

There are four steps to becoming an agile bank:

1. Confirm the bank’s DNA

Banks should assess their current-state identity across two dimensions: level of agility and level of specialization.

2. Diagnose the network

Banks must support their new business model by rethinking the physical distribution network.

3. Walk in customers’ shoes

The key is to start from the agile customer experience and work backward to assess technology needs and build a new agile marketing toolkit.

4. Test the sweet spots

Once the bank has its agile distribution and marketing toolkit in place, it must continually design new strategies to push sales and service effectiveness to the next level.

RECOMMENDATIONS

Use a multipronged approach of network optimization, based on three phases and rooted on a structured physical network data-driven diagnosis.

Phase I: Diagnosis
Understand if and when a branch needs to be closed/ right sized/ empowered.

Phase II: Streamline
Exploit the maximum potential out of the optimization strategy.

Already applied to a job?

Sign in with e-mail and password

Validation summary

Invalid username / password

Comment submitted

Submitted comment may not display automatically.

Comment submitted

Submitted comment may not display automatically.

There is already a separate, active Accenture Careers account with the same email address as your LinkedIn account email address. Please try logging in with your registered email address and password. You can then update your LinkedIn sign-in connection through the Edit Profile section.

There is already a separate, active account tied to your LinkedIn profile. Please continue registration for this program without your LinkedIn profile or use a different LinkedIn account or email address.